[Adding Connection Via Form]

Hi,

We are trying to set up a new IC for a discpline request, where we would collect all of the correct information relating to a new case.

On our IC we have a field for the advisor to add the subject of the investigation which uses a data query (search all users). This is mapped to h_custom_a. I am now trying to use a node in the business process to add this person as a connection using the below set up:

The variable is &[global["flowcoderefs"]["getReqInformation"]["customFieldA"]]

 

This fails the BP with the error of 

Xmlmc method invocation failed for BPM invocation node 's1/flowcode-426812e6': 0200 apps addConnection FlowCode Exception (com.hornbill.servicemanager/entities/RequestConnections/fc_bpm/addConnection): nodeName: API Call: Add Connection; nodeId: 9ee2aef7-6f68-4035-8668-a94c2ff3adea; At 207/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/RequestConnections::addConnections] /apps/com.hornbill.servicemanager/entities/RequestConnections/fc_modules/request_connections_helper.js(217): error X1001: Uncaught TypeError: Cannot read property 'h_first_name' of undefined" throw(e); _fc_node_exec_9ee2aef7_6f68_4035_8668_a94c2ff3adea 9ee2aef7-6f68-4035-8668-a94c2ff3adea f173e935-9b04-45b5-a0e8-cc846c0a0090

 

What would be the reason for this?

[Sorting Simple Lists]

Hi @James Ainsworth,

Thanks for coming back to me.

Can we please raise as an enhancement to be able to have a sort option added to the simple lists page, that would reflect where the list is being used (on the connections IC form, and on the connections action item (where you select the type of connection) or alternatively, it just reflects the order that these are entered on the simple list

 

[Allow employees to update details]

Hi @James Ainsworth

The first name and last name fields do not have the option to turn off 'The field cannot be edited' - can we raise this as an enhancement to get this added, please?

[Allow employees to update details]

Hi @James Ainsworth,

This is brilliant, thank you. I’ve just checked with a few basic users and the ability to update their profile picture doesn’t seem to be turned on. 

How can we enable this? It seems we previously had this turned on as quite a few of our basic users have profile pictures set.

[Sorting Simple Lists]

Hi @James Ainsworth

This is when using the connections form in IC and the connections action on a request

[Allow employees to update details]

Hi,

We want to allow our basic users to update their profile picture using the employee portal, but stop them from changing their name or handle (for obvious reasons). How can this be done?

It appears we did have a setting turned on which allowed them to do this (as some basic users have profile pictures) but now they are unable to edit these, I have tried searching for settings to allow this but cannot find any.

[Sorting Simple Lists]

Hi,

Following this release:

I was expecting to be able to sort simple lists by either their value or default display and this reflect wherever this list is used, e.g. for our Connections list. This doesn't appear to be working (unless I have misunderstood the change here) and it still seems to be sorting by alphabetical order using the translated display

Is this right?

 

 

[Enhancement: Users Audit Trail]

Hi,

Enhancement request to add an audit trail to User accounts (same as the one that exists for contacts)

[Sub-statuses Coming off hold]

@Bob Dickinson Brilliant - nice and simple, thank you!

[Sub-statuses Coming off hold]

Hi,

We have three global sub status set up:

 

 

And then two additional sub status that are service specific (for our People Technology service)

 

When we use the With Customer global sub status, it is set to come off hold when the customer updates the ticket, however this is also happening for our above Service Sub-statuses (with elementsuite and With Service Cafe), despite them being on-hold sub-statuses. If we use a service sub-status, we want the request to remain on hold even if the customer updates it (as we are not waiting for an update from then, and have escalated the ticket externally)

This doesn't happen when we use the With People Services sub-status, when we use this and the customer updates the request, it remains on hold, how can we make this happen for the two service sub- statuses above?

[Where is the Knowledge Base?]

@James Ainsworth Ahh thank you!

I may have 'migrated' our existing knowledge articles from the service portfolio using the migrate button... is there any chance to reverse this as I cannot open them any more 

[Where is the Knowledge Base?]

Hi,

Where is the knowledge base located, as mentioned here: Knowledge Management Configuration - Hornbill

I have both knowledge base roles assigned to me, but cannot find it anywhere.

[Users With Missing Roles Report]

12 hours ago, NeilWJ said:

Hi @will.good,

Here is the table setup to select users that do not have any roles associated to them. If you want to further filter by a specific role just add another filter on the role table and role name column.

Cheers

Brilliant, thank you

[Users With Missing Roles Report]

Hi,

We have noticed that a few of our users have no roles assigned (this would usually be done by api into hornbill) what is the easiest way of getting a list of people with no roles assigned or missing a certain role?

I have joined h_sys_accounts with h_sys_accounts_roles to get a list of people with roles assigned but can't see any way to see people that do not have either any roles or a defined role (i.e. 'Basic User Role' for example)

[Reopen Info]

Hi,

There are obviously ways to report on the Date Resolved and Reopen Date of a request. But is there anyway to report on the original resolve date for reopened requests?

This will be helpful for us to be able to see, how long after initial resolution, the customer has reopened this (either through the portal, where it sits in resolved for 5 days before auto closing, or via email / telephony via our analysts). Currently, when a request is reopened and then resolved, the resolve date is the latest resolve date.

Tagged as enhancement if not yet possible.

[KE00175731: Incorrect request closure category separator when category is set by workflow]

Hi,

Is there any reconciliation going to happen to recode the cases that report incorrectly because of this defect?

We have around 2500 cases that are incorrectly coded because of this, and don't really think we should have to code these again from our end (+ would not have the time to ). Affects our reporting more than anything, so would be good to see this rectified.

 

[Minor UI enhancement request: Email variable picker box is too short/shallow]

+1 - maybe the idea of a search box at the start of the list too!

[Can we have Report Filtering and additional columns?]

+1

[Live Chat Roadmap 2023]

9 minutes ago, Steve Giller said:

As far as I'm aware the Roadmap updates when a Release is made, as that is when the status of the cards changes.

For example the completed cards will move on and create space for incoming cards to move to in progress, etc.

Thank Steve.

As mentioned above, we haven't seen any new changes to Live Chat since October, which is obviously quite a while. There is also nothing in the 90 Day Commit Lane or In Progress lane

There are items in the incoming lane that have been there since March last year, it would be good for us to understand when we will see progress here

[Turn off Individual Routing Rules]

Hi,

How can we turn off individual routing rules? There is only an option to turn all of them off. I have tried turning all the below options to Off and then saving. But when I refresh the page they haven't saved so the rule remains active...

[Notification Preferences]

@Steve Giller

I've tried resetting all settings in guest.app.requests.notification.notificationType to their default values and still cannot change those desktop notifications. It would be helpful to know which settings are driving those desktop notifications in the background.

 

For me, ALL the desktop notification toggles on that page are turned off. I can't see any other settings in admin to enable this

[HTML Links in ESP Conditions]

I've tried this, but am still not getting anywhere 

I have retyped the email on a new template, removed all formatting, but are still unable to move a <br /> inside the esp conditions. No option to save and when going out of source mode and then back in my changes are gone

[HTML Links in ESP Conditions]

If I use <br> instead in Source it lets me save, but doesn't keep this inside the esp condition  Have even tried clicking save when not in source mode.

Also when I have tried <br> it always changes back to <br /> when I have gone back into source mode

[Status Filter on Catalog Items in Service Portfolio]

Hi,

Can we please add a filter to this page to be able to filter between Published, Retired and Draft Catalog Items? Defaulted to Published.

Mock up below 

Essentially a replication of the filter that appears on the Bulletins page

 

 

[Don't show tabs if there is no data on them]

Hi,

In the employee portal, would it be possible to hide the tabs below if there is nothing further to view? I.e. if there are no documents or Service Requests under that service for the user, automatically not show those options?